Network Smart Hands Supervisor
2 months ago
Irvington
Req ID: 332458 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Network Smart Hands Supervisor to join our team in Yonkers, New York (US-NY), United States (US). The Smart Hands Supervisor is responsible for the supervision, training, and development of a ~15 member team supporting data center and remote IT infrastructure services across a 24/7/365 hospital environment. This role ensures efficient dispatch and execution of field service requests via ServiceNow, monitors service quality and SLA adherence and drives continuous improvement initiatives. The supervisor manages on-site resources and workload distribution, sets performance objectives, conducts evaluations, and maintains compliance with hospital protocols. Additionally, this position provides cross-coverage for the Smart Hands Dispatcher and the Infrastructure & IDF Supervisor as needed, making flexibility, operational awareness, and leadership critical to success. **This role requires working onsite daily at our client's facility and requires employee to be fully COVID and flu vaccinated on or before start date, to the extent required by applicable law. Only candidates local to Yonkers, NY will be considered for this role. Key Responsibilities • Team Supervision & Leadership, • Provide day-to-day supervision for 15 field technicians delivering Smart Hands support across multiple sites., • Oversee training, onboarding, skills development, and coaching aligned to team goals and technical requirements., • Set clear performance objectives, conduct staff evaluations, and manage performance improvement plans as needed., • Develop and manage working and on-call rosters, ensuring adequate coverage at all times including holidays and after-hours., • Oversee ticket dispatch, field technician assignments, and task prioritization using ServiceNow., • Coordinate with NOC, network engineering, and project teams to align field activities with technical directives., • Track work orders in real time, adjust assignments based on urgency or technician availability, and ensure timely completion., • Backfill Dispatcher role when needed, managing ticket queues and communications with stakeholders, • ServiceNow & SLA Oversight, • Monitor ticket accuracy, SLA compliance, and closure metrics within ServiceNow., • Conduct periodic audits and reporting to identify trends, gaps, and workflow improvements., • Escalate critical issues and coordinate with leadership or external vendors for urgent resolution, • Cross-Coverage & Support, • Serve as backup to the Infrastructure & IDF Supervisor, supporting 800+ IT closets and modular infrastructure tasks as needed, • Reporting & Communication, • Generate and distribute daily/weekly/monthly activity and performance reports., • Provide operational insights to leadership, including staffing needs, training gaps, and incident trends., • Act as a liaison between Smart Hands, Facilities, NOC, Engineering, and other stakeholder teams. Basic Requirements • 2+ years of experience managing or supervising technical field service teams (hospital environment preferred)., • Demonstrated ability to coach, mentor, and evaluate technical staff performance., • Familiarity with managing shift schedules, on-call rotations, and emergency response planning., • Experience with ticketing/reporting systems; ServiceNow experience strongly preferred., • Strong organizational, conflict resolution, and multitasking skills., • Ability to lift 50 lbs., work on ladders, and operate in physically demanding environments., • Reliable transportation and a clean, insurable driving record., • COVID-19 and flu vaccination (required for access to clinical facilities), • CompTIA A+, Network+, or Cisco CCNA., • Experience using cable testers, fiber/copper diagnostic tools, or environmental monitors., • Strong proficiency in Microsoft Excel, Word, PowerPoint., • Skilled in creating reports, dashboards, or operational performance summaries., • Ability to communicate clearly across technical and non-technical teams., • Visio or AutoCAD knowledge a plus for layout documentation. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $89,000 - $110,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. #INDICS About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. 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